Warranty & Repairs
Warranty
Wellkart prides itself on the high standard of servicing and support we can provide our customers over the lifetime of your commercial refrigeration equipment. We do this by:
- ensuring all equipment models have been quality control tested prior to sale;
- providing nationwide coverage for warranty claims;
- maintaining a comprehensive spare parts inventory for all our products;
- offering quick response in-house technical support; and
- connecting you with our approved panel of third-party refrigeration technicians located across Australia.
We offer a standard one year (parts & labour) warranty period on our products.
If mechanical, refrigeration and/or electrical components are found to have defects and/or faults from the date of your invoice to the end of the warranty period, Wellkart will replace or repair your equipment (at its option) without charge.
To ensure your warranty remains valid during the warranty period, please ensure your refrigeration equipment is:
- placed in a well-ventilated area;
- positioned at least 100mm distance from walls, ceilings and other equipment;
- not placed directly next to cooking equipment which can create concentrated hot zones;
- not exposed to conditions exceeding the rated ambient temperature and relative humidity levels of the unit; and
- maintained monthly by cleaning the condensing unit and filter to remove excess dirt, dust and grime.
For more information on the conditions of our warranty, please see our Terms & Conditions for more details.
Warranty & Repairs Claim Process
If you wish to make a warranty and/or repair claim, please follow the steps below:
- Have your tax invoice, unit model number and unit serial number ready. This information allows us to determine if your unit is still covered by our warranty. The model and serial number can be found on the compliance plate located inside or at the back of your unit.
- Contact Us either over the phone or email and describe the issue you are currently experiencing. To help diagnose the problem quickly, please provide as much information as possible including photos and/or videos.
- If we cannot help resolve your issue via email or over the phone, then depending on the warranty coverage, we will either schedule a technician to attend to your equipment or provide you with details of a local technician who can assist you.
Prior to lodging a claim, please ensure you have read the troubleshooting guide included in your equipment user manual. Please note that if a technician finds that the machine is operating correctly and has not been maintained or used in accordance with the equipment user manual, the technician service fee may be issued to you (including products within their warranty period).
Some common troubleshooting points to check include:
- Condenser filters dirty: Refrigerator and freezer units of all types must have condenser filters cleaned regularly to maintain consistent temperatures.
- Excess condensation: Water accumulated by condensation is a natural byproduct of the refrigeration process combined with environmental factors. Our refrigeration units are designed to naturally evaporate condensation build up. Excess condensation may be caused by exposure to humid environments above the relative humidity level and/or storage of ingredients and contents that are not fully enclosed and have a high moisture content.
- Power not turning on: Make sure the power cord has not been damaged. Check power is available at the power point by connecting another appliance that is working to the power point.
- Overheating compressor: Ensure you have provided sufficient clearance to allow ventilation to the compressor and condenser coils. Please ensure your refrigeration unit is not fully enclosed by cabinetry, other equipment or placed directly next to cooking equipment that may create concentrated hot zones.
Please Contact Us over the phone or via email and our in-house technical support team will guide you through the next steps to help you resolve the issue as quickly as possible.
FAQ
We offer a standard one year (parts & labour) warranty period on our products.
If mechanical, refrigeration and/or electrical components are found to have defects and/or faults from the date of your invoice to the end of the warranty period, Wellkart will replace or repair your equipment (at its option) without charge.
For more information on the conditions of our warranty, please see our Terms & Conditions for more details.
To ensure your satisfaction and peace of mind, customers have the option to purchase an additional year extended warranty (i.e. total two year parts and labour coverage) upon enquiry.
Please Contact Us if you have any questions or need further clarification regarding warranty coverage.
Wellkart is committed to providing top-notch support and service throughout your equipment’s lifespan. We maintain a comprehensive spare parts inventory for all our products, offer quick response in-house technical support, and can also connect you with our approved panel of third-party refrigeration technicians located across Australia.
As a direct-to-market supplier of commercial refrigeration equipment, if your unit breaks down, we are guaranteed to have the parts you need to get it back up and running again.
Please Contact Us to request maintenance or technical advice for the safe operation of your commercial refrigeration equipment.
Our deliveries are insured with third party couriers and our warehouse team checks every single order before they are dispatched onto the courier’s truck. However, in rare situations, damage or loss of goods can occur as goods are moved around in transit and inside courier depots.
Third party couriers have a strict policy for any claims to be made within 24 hours of delivery. As soon as you receive your goods, please inspect your goods for any damage which may have occurred while in transit. If any goods arrive damaged, please contact us within 24 hours to discuss options to resolve the issue. Please do not assemble, install or use any damaged goods.
If there is obvious and significant damage like a gaping hole through the packaging as well as your product inside of it, please reject the delivery and the courier will take it back to the warehouse of origin.
If the packaging looks good on the outside, please open it and check the item within 24 hours and let us know if there is any transit damage and/or equipment fault. Please keep the original packaging in case your goods need to be repackaged for a return.For more information, please see our Returns policy and Delivery Information page for more details.
For general maintenance tasks like cleaning the condensers and general cleaning, you can perform them yourself or by anyone else.
However, if there is any need for changes to parts or any refrigeration-related work, it is crucial to have a qualified technician carry out the work to maintain your warranty coverage and to ensure your Wellkart commercial refrigeration unit operates as intended.If you have a preferred qualified technician you wish to engage, please Contact Us first to request authorisation from Wellkart before arranging repairs.
We warrant to the original purchaser of the commercial refrigeration equipment supplied by Wellkart that your equipment will be free from defects and/or faults in materials and/or workmanship from the date of your invoice to the end of the warranty period.
However, warranty exclusions apply, including but not limited to:
- Equipment which has not been installed in accordance with Wellkart’s equipment user manuals and/or specifications;
- Equipment which has not been placed level, stationary and properly positioned in relation to required clearances, ventilation and hot / cold sources;
- Equipment which has has not been regularly serviced & maintained in accordance with Wellkart’s equipment user manuals and/or specifications;
- Damaged or broken glass components of the item (unless delivered damaged);
- Damage or failure of equipment as a result of not removing packaging and transport materials prior to use;
- Damage resulting from any modification or servicing of your equipment that has taken place without prior authorisation from Wellkart;
- Damage caused to equipment due to improper use of cleaning agents, detergents, bleaches or other chemical additives or agents of a corrosive nature;
- Replacement of lights, gaskets or components damaged by exposure to spillage;
- Consumables and small parts subject to wear and tear including but not limited to door seals, castors, handles, locks or hinges;
- Wellkart will not be liable for any indirect or consequential loss, loss of profit or any other economic loss including without limitation product losses.
For more information on the conditions of our warranty, please see our Terms & Conditions for more details.
